The player from Denmark had won €100 with a no deposit bonus and made the necessary deposit as requested by the casino for cashout. Despite having verified their KYC as required, they hadn't received their winnings. The casino representative had responded to the complaint, asking for the player's email address to check the account and clarify the situation. However, the player had failed to respond to the Complaints Team's messages and questions, leading to the rejection of the case due to lack of communication. The player retained the option to reopen this complaint in the future.
BetBeast Casino - Player's withdrawal has been delayed.
Amount: €100
BetBeast Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
I won 100 euro with the no deposit bonus. BUT when i tryed to cashout it said i need to deposit, thats what i did. Then they said verify your kyc, and i did that. Never got the money.
STOP USEING THIS SITE ITS A COMPLETE SCAM!!!
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2 months ago
Dear johannesemunch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you received any confirmation about the successful verification of your account?
- If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Hi,
Please provide your email address so I can check your account and see what the issue is so we can clarify the situation and have everything sorted.
Please also note as per terms and conditions, the max win from no deposit free spins is 50 Eur and a deposit needs to be wagered 3x before a withdrawal can be approved.
Looking forward to hearing from you so we can have this matter resolved asap.
Have a nice day
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2 months ago
Dear johannesemunch,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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